AccountId: 011433970860
ContactId: 28d1f5cf-af22-4265-86a9-dbe798c98fc1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122160 ms
Total Talk Time (AGENT): 65856 ms
Total Talk Time (CUSTOMER): 42787 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/28d1f5cf-af22-4265-86a9-dbe798c98fc1_20250217T15:04_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Yes [PII], I am calling to uh uh verify benefit benefits and eligibility on a patient.
[AGENT][NEUTRAL] OK, I can verify benefits for you and your name is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And Ms. [PII], do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it's uh 02580.
[CUSTOMER][NEUTRAL] 148.
[AGENT][NEUTRAL] OK, thank you. Give me a moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And Ms. [PII], verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Her name is [PII], that's [PII] Last name is [PII], [PII], and her date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. I'm showing her effective date is [PII]. She is active on the policy and what benefits are needing for this patient?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, radiation therapy, radiation oncology.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, not a guarantee of payment, just verification of coverage. With this policy, we are secondary. We help with primary insurance deductible, co-pay or co-insurance.
[AGENT][NEUTRAL] And um,
[AGENT][NEUTRAL] She does have a rider that covers for cancer treatment and it pays as outpatient and it pays up to $1000 per calendar year of what primary applies towards deductible co-pay or co-insurance.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you so much. That's all I needed.
[AGENT][POSITIVE] Yes, ma'am. And is there, all right, Ms. [PII]. Well, thank you for calling APL. You have a great day.
[CUSTOMER][POSITIVE] You as well, [PII] thank you bye bye.
[AGENT][NEUTRAL] Bye.